Call Center Forum

Danny · Guest

Currently our callcenter has 10 reps and we support about 8000 customers. We are an IT callcenter for an Insurance Company, we service internal workers with all types of problems, Software, Hardware, Phone, Faclities... Right now our workflow consists of the reps receiving phone calls for our customers and submitting work items to second level support for issues that cannot be resolved at first contact. We are thinking about implementing a java client allowing our customers to submit work items themselves which would be reviewed by the CSR's and either contacted by us for resolution or we would escalate that ticket to second level support if necessary. Is there anyone who already has this setup? If so what is your workflow/process and SLA's for handling calls and work items through the web at the same time? Or would anyone know where I could get info on setting up the workflow process for this type of call center? Any help would be greatly appreciated.

Dan